11-1021.00 - General and Operations Managers

Updated 2008

Summary Report for:
11-1021.00 - General and Operations Managers

Plan, direct, or coordinate the operations of companies or public and private sector organizations. Duties and responsibilities include formulating policies, managing daily operations, and planning the use of materials and human resources, but are too diverse and general in nature to be classified in any one functional area of management or administration, such as personnel, purchasing, or administrative services. Includes owners and managers who head small business establishments whose duties are primarily managerial.

Sample of reported job titles: Operations Manager, General Manager (GM), Director of Operations, Plant Manager, Store Manager, Facilities Manager, Plant Superintendent, Vice President of Operations, Warehouse Manager, Chief Operating Officer (COO)

View report: Summary Details Custom

Tasks

Oversee activities directly related to making products or providing services.
Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products.
Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
Manage staff, preparing work schedules and assigning specific duties.
Direct and coordinate organization's financial and budget activities to fund operations, maximize investments, and increase efficiency.
Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary.
Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.
Plan and direct activities such as sales promotions, coordinating with other department heads as required.
Determine goods and services to be sold, and set prices and credit terms, based on forecasts of customer demand.
Locate, select, and procure merchandise for resale, representing management in purchase negotiations.

Tools & Technology

Tools used in this occupation:

Desktop computers

Mobile phones — Cell phones

Notebook computers — Laptop computers

Personal computers

Personal digital assistant PDAs or organizers — Personal digital assistants PDA

Technology used in this occupation:

Customer relationship management CRM software — Avidian Technologies Prophet; FrontRange Solutions Goldmine software; NetSuite NetCRM; Vanguard Software Vanguard Sales Manager

Electronic mail software — Email software; IBM Lotus Notes; Microsoft Outlook

Human resources software — Personnel scheduling software

Office suite software — Microsoft Office

Project management software — Microsoft Project; Realization Project Flow

Knowledge

Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Personnel and Human Resources — Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.

Economics and Accounting — Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.

Mathematics — Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.

Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

Sales and Marketing — Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

Production and Processing — Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.

Skills

Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

Speaking — Talking to others to convey information effectively.

Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Coordination — Adjusting actions in relation to others' actions.

Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.

Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Abilities

Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Written Comprehension — The ability to read and understand information and ideas presented in writing.

Written Expression — The ability to communicate information and ideas in writing so others will understand.

Speech Clarity — The ability to speak clearly so others can understand you.

Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.

Speech Recognition — The ability to identify and understand the speech of another person.

Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Work Activities

Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.

Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.

Coordinating the Work and Activities of Others — Getting members of a group to work together to accomplish tasks.

Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the work of others.

Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.

Monitoring and Controlling Resources — Monitoring and controlling resources and overseeing the spending of money.

Selling or Influencing Others — Convincing others to buy merchandise/goods or to otherwise change their minds or actions.

Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.

Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.

Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Work Context

Telephone — How often do you have telephone conversations in this job?

Freedom to Make Decisions — How much decision making freedom, without supervision, does the job offer?

Structured versus Unstructured Work — To what extent is this job structured for the worker, rather than allowing the worker to determine tasks, priorities, and goals?

Contact With Others — How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?

Impact of Decisions on Co-workers or Company Results — How do the decisions an employee makes impact the results of co-workers, clients or the company?

Face-to-Face Discussions — How often do you have to have face-to-face discussions with individuals or teams in this job?

Indoors, Environmentally Controlled — How often does this job require working indoors in environmentally controlled conditions?

Frequency of Decision Making — How frequently is the worker required to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization?

Deal With External Customers — How important is it to work with external customers or the public in this job?

Duration of Typical Work Week — Number of hours typically worked in one week.

Job Zone

Title	Job Zone Three: Medium Preparation Needed
Overall Experience	Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job.
Job Training	Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers.
Job Zone Examples	These occupations usually involve using communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include funeral directors, electricians, forest and conservation technicians, legal secretaries, interviewers, and insurance sales agents.
SVP Range	(6.0 to < 7.0)
Education	Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree. Some may require a bachelor's degree.

Interests

Interest code: ECS

Enterprising — Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.

Conventional — Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.

Social — Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.

Work Styles

Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.

Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.

Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction.

Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.

Initiative — Job requires a willingness to take on responsibilities and challenges.

Integrity — Job requires being honest and ethical.

Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.

Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.

Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems.

Persistence — Job requires persistence in the face of obstacles.

Work Values

Relationships — Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.

Independence — Occupations that satisfy this work value allow employs to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.

Working Conditions — Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.

Wages & Employment Trends

National

Median wages (2008)	$44.02 hourly, $91,570 annual
Employment (2006)	1,720,000 employees
Projected growth (2006-2016)	Little or no change (-2% to 2%)
Projected need (2006-2016)	441,000 additional employees

State & National

Source: Bureau of Labor Statistics 2008 wage data and 2006-2016 employment projections . "Projected growth" represents the estimated change in total employment over the projections period (2006-2016). "Projected need" represents job openings due to growth and net replacement.

Sources of Additional Information

Disclaimer: Sources are listed to provide additional information on related jobs, specialties, and/or industries. Links to non-DOL Internet sites are provided for your convenience and do not constitute an endorsement.

American Management Association (AMA) , 1601 Broadway, 6th Floor, New York, NY 10019. Phone: (877) 566-9441. Fax: (212) 903-8168.
Council of State Governments (CSG) , P.O. Box 11910, 2760 Research Park Dr., Lexington, KY 40578-1910. Phone: (859) 244-8000. Fax: (859) 244-8001.
Financial Executives International (FEI) , 200 Campus Dr., P.O. Box 674, Florham Park, NJ 07932-0674. Phone: (973) 765-1000. Fax: (973) 765-1018.
Financial Management Association International (FMA) , College of Business Administration, University of South Florida, 4202 E. Fowler Ave., BSN 3331, Tampa, FL 33620-5500. Phone: (813) 974-2084. Fax: (813) 974-3318.
Institute of Certified Professional Managers (ICPM) , James Madison University, MSC 5504, Harrisonburg, VA 22807. Phone: (800) 568-4120. Fax: (540) 801-8650.
International Public Management Association for Human Resources (IPMA-HR) , 1617 Duke St., Alexandria, VA 22314. Phone: (703) 549-7100.
National Association of Counties (NACo) , 25 Massachusetts Ave., NW, Washington, DC 20001. Phone: (202) 393-6226.
National Conference of State Legislatures (NCSL) , 7700 E. First Pl., Denver, CO 80230. Phone: (303) 364-7700. Fax: (303) 364-7800.
National League of Cities , 1301 Pennsylvania Ave. NW, Suite 550, Washington, DC 20004. Phone: (202) 626-3000. Fax: (202) 626-3043.
National Management Association (NMA) , 2210 Arbor Blvd., Dayton, OH 45439. Phone: (937) 294-0421.

Summary Report for: 11-1021.00 - General and Operations Managers